The Advanced Medical Support Assistant (In-House) offers diversity in services that includes (but is not limited to) primary care, mental health, and specialty care areas. As such, the AMSA provides administrative support across all service lines and performs functions necessary to promote timely and outstanding care for the Veterans served.
Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Medical Support Assistant GS-6 (a) Experience. One year of experience equivalent to the [GS-5] grade level. (b) Assignment. The Advanced MSA [provides specialized and expert administrative patient support while working] collaboratively in an interdisciplinary coordinated care delivery model [ ]. [Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates] with the patient care team to review clinic [appointment availability] (utilization) [] to ensure that clinic [schedules are] closely monitored to effectively support the needs of the clinics, and [makes adjustments as necessary]. [MSAs at this level] develop [and/or] maintain effective and efficient communication with the patient, interdisciplinary [coordinated care delivery model teams] , VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; [prepare correspondence] to notify patients of normal lab results; [] manage a [] system for follow-up care such as consults, tests, etc.). Other assignments at this level include, but are not limited to: [processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in] team huddles and team meetings to manage, plan, [problem solve, and follow-up with] patient [care by sharing information and collaborating with the interdisciplinary team]; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; [identifies incomplete encounters and communicates findings to providers; as needed; assists] the team to reinforce the plan of care and self-help solutions; [enters] appropriate information into the electronic record; monitors pre­ appointment information and/or requirements to assure readiness for patient visit/procedure; [manages patient systems] to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether [the patient requires an immediate appointment; informs team members] about shared patients ([i.e]., those who receive their care at multiple [VA centers] or those who [receive] care in the community) [ ]. For all [assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time]. ? (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: i- Ability to collaborate [and] communicate [with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. li- [Ability to independently] set priorities and organize [ ] work to meet deadlines, ensuring compliance with established processes, policies, and regulations.? iii. Ability to communicate tactfully and effectively, [electronically, by phone, in person], and in writing, [with internal and external customers]. This may include preparing reports in various formats and presenting data to various organizational levels, [as well as resolving patient concerns]. iv. Advanced knowledge of the technical health care process [(including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals)] as it relates to access to care. V. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care [administrative functions] to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations: Preferred Experience: Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is Grade 5. The actual grade at which an applicant may be selected for this vacancy is Grade 6. Physical Requirements: Work is primarily sedentary but may include long periods of standing, sitting and some walking and bending. Time will be spent at a computer terminal performing various keyboard functions. While work is not extremely physical in nature the incumbent will work under pressure with multiple tasks, changing priorities and stringent deadlines. Work is performed in an indoor setting with close proximity to other staff members. The employee is not generally subject to unusual exposure, risk, or discomfort but certain safety precautions may be necessary. The work is generally performed in a temperature-controlled environment with adequate lighting throughout the workplace. Work may also include periods of travel.
The Advanced MSA coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g.,assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities, facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.). Other assignments at this level include, but are not limited to participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self: help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues, participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care, evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider. For all assignments above the full performance level, the higher- level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade le vel and be performed by the incumbent at least 25% of the time. Work Schedule: 7:45am to 4:30pm Monday - Friday Telework: Not Authorized Virtual: This is not a virtual position. Functional Statement #: 658-1065FA Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized